Calabrio ONE Customer Research
Which of the following Calabrio ONE features are you leveraging to support your agent engagement efforts?
| Desktop analytics |
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| Dynamic Scheduling |
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| Pause/resume for PCI compliance |
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| Peer-to-peer mentoring requests |
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| Intraday Dynamic Scheduling |
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| Dynamic Availability |
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| Voice-of-the-Employee analytics (speech and text) |
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| Gamification |
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Calabrio ONE Customer Research
In which ways do you use analytics to understand and drive workforce engagement?
| Leverage data integrated from multiple applications to create reports and dash¬boards that help agents and their managers |
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| Analyze speech and text interactions to understand the employee experience |
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| Automated scoring of evaluation forms to use in employee coaching and training |
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Calabrio Software Case Study
This case study of Rabobank is based on a survey of Calabrio Software customers by TechValidate, a 3rd-party research service.
“Calabrio is a reliable product.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio software:
The key features and functionalities of Calabrio software that the surveyed company uses:
The surveyed company achieved the following results with Calabrio software:
Calabrio ONE Case Study
This case study of Lending Club is based on a September 2016 survey of Calabrio ONE customers by TechValidate, a 3rd-party research service.
“We are able to use reporting for multiple QM functions. It has been the biggest help in holding calibration sessions and to pull reports on scores and discuss various questions. Agents can in turn review graded calls in real time and implement feedback.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Case Study
This case study of a large enterprise retail company is based on a survey of Calabrio ONE customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.
“Calabrio is a good product.”
The business challenges that led the profiled company to evaluate and ultimately select Calabrio ONE:
The key features and functionalities of Calabrio ONE that the surveyed company uses:
The surveyed company achieved the following results with Calabrio ONE:
Calabrio ONE Customer Satisfaction Rating
An IT Architect of a Global 500 food company would be very likely to recommend Calabrio ONE for this reason:
Calabrio ONE provides a great report, real-time monitoring, and great Analytics apps.
Based on a response of 10 to the question “On a scale of 0-10, how likely would you be to recommend Calabrio ONE?”
Calabrio ONE Customer Testimonial
With Calabrio Analytics, we look for phrases that display opportunities for coaching as well as compliments from our customers. We reward agents when speech analytics finds calls where customers are delighted. We use Calabrio to find non-verbal coaching moments too such as long silences.
— Business Professional, Medium Enterprise Insurance Company
Calabrio ONE Customer Testimonial
Calabrio ONE has allowed us the ability to monitor customer interactions and to provide visual analytics that help when coaching and mentoring our agents.
— Wade Croce, Operations Analyst, Boston Children's Hospital
Calabrio ONE Customer Satisfaction Rating
An Operations Manager of a large enterprise health care company said they would be very likely to recommend Calabrio ONE for this reason:
Calabrio ONE is a useful system that we find to be fairly intuitive. In addition, it has been effective for us with root cause analysis, call auditing and quality assurance.
Based on a response of 9 to the question “On a scale of 0-10, how likely would you be to recommend Calabrio ONE?”
Calabrio ONE Customer Review
5/5 Stars
We use almost all of the features. Right now we are using WFM and Recordings and screen capture. We are about to deploy other features, like analytics.
Yes, great product and it works as expected.
An Engineer of a large enterprise aerospace & defense company is very likely to recommend Calabrio ONE for the following reason:
Calabrio provides a robust product with a lot of added features with desk top analytics.
Based on a response of 10 to the question “On a scale of 0-10, how likely would you be to recommend Calabrio ONE?”
Calabrio call recording, WFM and desktop analytics provide management with the tools necessary to improve training, reporting to upper level management, and ways to improve customer service. It has also given us a tool for scheduling agents with many shifts over a 24 hour period, 365 days a year.
— Engineer, Large Enterprise Aerospace & Defense Company
